Soft Dialers
Solutions that are software only use ISDN messaging, or a CTI link to supply call progress analysis for calls dialed. Software only dialers are frequently less expensive because they do not command costly telephony components, but in some cases can present a smaller amount of functionality than more customary "hard dialer" solutions, especially when it comes to sensing answering machines. A software dialer is usually connected to a vacant PBX system by the PBX CTI link. In quite a few cases a specialized "call classification" card is put into the PBX to execute call progress analysis, and answering machine detection.
Pros:
- Low cost, fewer components in overall solution
- Accommodating structural design works well in multi-site and distributed environments
Cons:
- Depends on the answering machine detection and call progress detection qualifications of the basic PBX/switch platform
- Numerous PBX's will not work with a soft dialer design
- Dependence on the CTI link of PBX means that if the PBX is improved or altered, the predictive dialer will predictably need improved or altered also to make sure that it is correctly certified for the proper CTI link version
Hard Dialers
Hardware dialers use dedicated telephony switches to carry out call progress analysis and answering machine detection. Those switches typically have 2 key kinds of connections, agent audio and external audio. The agent audio connections are typically basic T1/E1/ISDN etc. telephony durations that is connected right to an existing PBX (although other connection kinds that do not call for a PBX are available such as Analogue or VoIP connections). When a representative first logs in for the day the dialer will make a call from the switch straight to the phone on the representative's desk. This open phone call between the representative and the dialer switch is kept open from then on for the rest of the session. The next kind of connection is the external audio connection which is the that will be used for making outgoing calls. These connections are usually ISDN/T1/E1 connections direct to the PSTN. When an outbound call is answered, the call is instantly connected to an already open agent audio connection of the representative chosen to take the call.
Pros:
- Fewer telephony connections are required for an implementation using an existing PBX (in hard dialers external audio connections can go straight to the PSTN, for soft dialers these all need to be connected to the PBX).
- Since customary telephony connections are the only link between the PBX and the dialer, the dialer normally will not require upgrading corresponding to PBX/CTI etc, and the dialer is affected less by software changes/types
- Advanced answering machine and call progress detection talents
- Remote representative capabilities - hard dialers can connect to any phone, anywhere on the PSTN. Very appropriate for working at home or remote sites
- Appropriate for establishing multi-site "virtual" solutions - where numerous call centers can work together on shared campaigns
- Can be used with just about any PBX or ACD as customary telephony connections are used, instead of proprietary CTI connections
Cons:
- More costly, more suitable for bigger (min. 50 seats +) call centers
- The majority of hard dialers are intended for the US market. As a result the management of dialer activity to meet EU/UK policies is often complex.
